LumensReviews of lumens.com

Reply from LumensAug 7, 2026

Good Morning R. G, Thank you for bringing your concerns to our attention. We're sorry to hear that you had a disappointing experience. Unfortunately, we weren't able to identify your account based on the information provided. If you could please reply with your name, order number, or the email address associated with your order, we'd be happy to review what happened and look into your concerns. We take feedback seriously and appreciate the opportunity to investigate the issue and assist you further. Best Wishes, Kate [email protected]

Reply from LumensAug 3, 2026

Good morning, Mer We sincerely apologize for the nearly six-month delay in receiving your light fixture. We completely understand how disappointing and frustrating it is to wait that long for a purchase, especially when you were looking forward to completing your space. This is not the experience we want for our customers, and we're truly sorry for the inconvenience and uncertainty you endured throughout the process. At the time your order was placed, many manufacturers were experiencing significant supply chain disruptions related to uncertainty surrounding proposed tariffs. As material costs increased and future costs remained uncertain, several manufacturers delayed purchasing materials and production, which resulted in extended lead times across many products. We understand that this doesn't lessen the frustration of the delay, but we did want to provide some context for why your order took so much longer than originally expected. We're also very sorry for the experience you had with our Customer Experience team. The level of service you received did not meet the standards we strive to provide. We have reviewed what occurred and taken steps to address the issue so we can provide a better experience for our customers going forward. We truly appreciate your patience and thank you for giving us the opportunity to serve you. We sincerely apologize again for the delay and the frustration this experience caused. Best Wishes, Kate Lumens Customer Experience

Reply from LumensJul 28, 2026

Good Afternoon, Archit We're very sorry for the delays you've experienced with your order. The replacement was delayed due to the manufacturer's ongoing supply chain issues, which kept the item on backorder longer than expected. Once the manufacturer confirmed their inventory had been replenished, we were ready to move forward with the replacement, but we completely understand your decision to return the bed frame for a refund instead. Because this item ships by freight, both the original delivery and the return process take longer than a standard parcel shipment. Freight carriers schedule pickups and deliveries by appointment, use specialized equipment to safely transport large items, and shipments often move through multiple terminals before reaching their destination. Transit times can also be extended by severe weather and other conditions that affect freight routes and delivery schedules, which is also why it took longer for your order to be delivered. The freight company will contact you to schedule a convenient pickup appointment. If you'd like to arrange the pickup sooner, you may also contact Metropolitan Warehouse & Delivery directly at 800-300-7417 and reference tracking number 7004 4548 0222. Once the bed frame has been received back at the warehouse, we'll process your refund promptly. We sincerely apologize for the inconvenience and truly appreciate your patience throughout this process. Best Wishes, Kate Customer Experience [email protected]

Reply from LumensJul 20, 2026

Dear Leigh, I'm very sorry for the frustration you've experienced, especially when you're trying to get assistance with your hot tub. I can certainly understand how disappointing it is to reach out for help and not get the answers you're looking for. Unfortunately, I wasn't able to locate an order in our system using the information provided. We also don't sell hot tubs, so it appears you may have reached us by mistake. There are several companies with names similar to ours, which can understandably cause confusion. I recommend checking your order confirmation email, shipping confirmation, or your bank or credit card statement to identify the correct company. That should provide the merchant name or contact information you need to reach the right retailer. I'm sorry we weren't able to help directly, but I do hope you're able to locate the correct company and get your issue resolved quickly. We wish you the very best. Kind regards, Kate Lumens Customer Experience [email protected]

Reply from LumensJul 7, 2026

Hi Julia, We sincerely apologize for the lengthy delay with your order. We understand how frustrating it is when an estimated ship date continues to be pushed back. Estimated ship dates can change for a variety of reasons, including production delays, material shortages, quality inspections, high order volumes, or other manufacturing and supply chain issues. While we work closely with our manufacturers to provide the most accurate information possible, these delays can occasionally occur. We've confirmed that your order has been canceled, and your refund has been processed. Depending on your financial institution, you should see the credit appear within the next few business days. If you have any questions, our contact information can be found on our website under the **Contact Us** page, and we're always happy to help. We sincerely apologize for the delay and any inconvenience it caused. Thank you for your patience, and we hope to have the opportunity to serve you again in the future. Best Wishes, Kate Lumens Customer Experience [email protected] (877) 445-4486

Reply from LumensJul 6, 2026

Hi Seung, Thank you for reaching out. I apologize that we weren't able to locate your order with the information that was provided. Once we have additional details, we'll be happy to look into the shipment for you. I also understand how frustrating it can be to experience a delay with a freight shipment. Unlike standard parcel carriers, freight deliveries involve multiple stages. After your order leaves the manufacturer's warehouse, it is transferred to the freight carrier's network, where it may pass through one or more distribution terminals before reaching your local delivery hub. Along the way, factors such as weather, traffic, equipment issues, staffing shortages, high shipping volumes, or terminal backlogs can sometimes cause delays. Once the shipment has been picked up by the freight carrier, it is no longer physically in our possession. While we continue to monitor the shipment and work with the carrier to obtain updates, we aren't able to reroute, expedite, or otherwise control the carrier's transportation schedule. We do, however, advocate on your behalf and will continue to request the latest status until your order is delivered. As soon as we're able to identify your order and receive updated information from the freight carrier, we'll be happy to share those details with you. We sincerely apologize for the inconvenience and appreciate your patience and understanding. Best Wishes Kate Customer Experience [email protected]

Reply from LumensJun 29, 2026

Hello Sandie, Thank you for reaching out to us. After reviewing the information provided, I did want to mention that we do not currently offer a $19.95 cookware set through Lumens.com. Because there are several companies with names similar to ours, it's possible there may be some confusion regarding the retailer from which the order was placed. One company we are occasionally confused with is Lumen (without the "s"), as well as other similarly named retailers. We recommend reviewing your receipt, order confirmation email, shipping documentation, or bank statement to verify the merchant name and contact information associated with the purchase. I understand how frustrating and confusing situations like this can be, especially when you're trying to track down an order or resolve an issue. I sincerely hope you're able to connect with the correct company and get this matter resolved quickly. Best regards, Kate Lumens Customer Experience [email protected]

Reply from LumensJun 29, 2026

Dear Marina, I sincerely apologize for the miscommunication regarding your price match request. We understand how frustrating it must have been to receive conflicting information, and we regret that your experience did not meet the level of service you should expect from us. After reviewing your case, I wanted to clarify our policy. While we were unable to match the price offered by Lowe's, we would have been able to match the price from an approved online retailer that meets our price match criteria. Additionally, if a qualifying price match was not available, we could have explored other discounts that may have been available to help lower the cost of your vanity light. We're sorry that these options were not communicated to you at the time. We've reviewed the interaction with the agent involved, and they are being coached to ensure our policies and available options are communicated more clearly going forward. As a gesture of goodwill, I have processed a refund of **$160.00** to your original form of payment. Depending on your financial institution, you should see the credit reflected within the next several business days. We truly regret the experience you've had. It is not representative of the level of service we strive to provide, and we appreciate you bringing this to our attention. Thank you for giving us the opportunity to address your concerns, and we hope we can restore your confidence in shopping with us. Kind regards, Kate Lumens Customer Experience